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Shipping & Delivery

ThePharmacy Delivery Truck
AUSTRALIA WIDE SHIPPING

Shipping is available within Australia for a small fee of $9.95 unless you are in a Remote location. All orders now include tracking all the way to your door, with our delivery partners Australia Post, Couriers Please and Fastway.

Remote location: Orders to remote locations will be charged the actual cost charged by our shipping partners. Exceptions may apply for very heavy, bulky items and commercial quantities.

Area Post Code Range
WA Country South: 6215 - 6700
WA Country North: 6701 - 6797
Northern Territory: 0800 - 0999
Christmas & Cocas Is: 6798 - 6799
Norfolk Island: 2898 - 2899

Do you want it faster?

We also offer express shipping. We partner with the best shipping providers to get your product to you as fast as possible. When you checkout, express shipping options will be offered to you that are appropriate for your location.

Shipping Insurance

Accidents do sometimes happen, so if you would like to insure your goods whilst they are being shipped you can add shipping insurance. Shipping insurance is calculated for your order and you can select this option during checkout. If your item is damaged or has gone missing during the shipping process you are covered. Shipping insurance can only be purchased at the time of ordering and not after the order has been placed.

Delivery Tracking

When your item is posted you will receive a tracking number, so you can track your item all the way to your door.

As a preventative measure we will also track your items to ensure they are received in a timely manner. If we notice the delivery is taking longer than usual we will contact you and the shipping provider to ensure delivery is completed as soon as possible.

Estimated Delivery Times

We make every effort to pick, pack and deliver your item as fast as possible. Below are estimated delivery times from some of our national delivery partners. In most cases items are in stock and ready to ship, however please note, some items are held in multiple warehouses and may need a little more time for fulfilment. If there is any non standard delay in delivery we will let you know and give you the option to wait or cancel your order.

Orders are usually picked, packed and dispatched within 1-2 business days.

Australia Post

Estimated Shipping Times

  • 1 - 5 days to Metro (VIC, NSW, SA, QLD).
  • 2 - 7 days to Rural (VIC, NSW, SA).
  • 4 - 8 days to Metro (WA ,TAS).
  • 5 - 12 days to Rural (WA, QLD, TAS, NT).
Express Post

Estimated Shipping Times

  • Inside Express Network: 1 Business Day
  • Outside Express Network: As fast as possible

For more information about the Australia Post Express network please click here.

Couriers Please

Estimated Shipping Times

  • 1 - 3 Business Days

Couriers please is a premium service that is offered to select parts of Australia. If this service is available to you the option will appear in the checkout.


What happens if I am not home during delivery?

Depending on the delivery provider, they will attempt delivery again or a calling card will be left and the package will be available for pick up from your local post office or courier depot.

If you do not receive your order in a timely manner, please check the parcel tracking from within your account page on ThePharmacy website. In some cases if the delivery driver has attempted delivery and a notification card has been misplaced or not left, this can be a cause for abnormal delays. If this has happened please pick up your item as soon as possible and let us know that this has happened. We will lodge a complaint with the delivery provider and ensure that the driver is brought into line with proper delivery procedures.

If the package is unable to be delivered or you are unable to pick up your item, your parcel will be sent back to ThePharmacy. In this case we will endeavour to contact you, so we can resend your items. Please note a new shipping charge will have to be paid by the customer for us to send your item again.

Can I use a pseudonym or fake name on my order?

Please always ensure that when ordering to use your real name as stated on your drivers license or other legal documentation. This ensures that all items that need identification can be delivered and picked up without delay. In the case of pick up from your local post office or delivery depot, identification will be required to verify you are the owner of the package. If for some reason you use a pseudonym (fake name) your item may not be delivered and the item maybe returned to us. If this happens we will unfortunately be forced to charge and redelivery fee. If a pseudonym (fake name) is used, we also will not be held liable if you attempt to place a chargeback with your payment provider. So to avoid delay, please always use your real name.

We take your privacy very seriously and what you have purchased will not be revealed to any person unless required by law. This means that you can safely send your items to work and if you need to pick up your item from your local post office, we will not tell them what is inside your package. So what you order, whether naughty or nice is private. If you use a pseudonym (fake name) and you cannot use your legal identification to make a pick up at your local post office, we are required by Australia Post to tell them what is in the parcel to enable pick up. We will always be discreet, but to avoid any problems, always use your legal name.

IN STORE PICKUP

If you are in the Sydney area you can pick up your item/s directly from our facility at 118 Elswick St, Leichhardt, NSW. If you choose this service, you will be notified when pick up is available from our facility. You must present ID (License, Medicare card or similar) for pick up so we can verify your identity. If a prescription item is within your order, you will also need to present the prescription along with any relevant concession cards.

This policy is to ensure all sales are properly prepared and products are in store and ready to be picked up. Some items on this website will be stored in our warehouse and will need to be sent to the store for pick up.

All items must be paid for and picked up, no later than two weeks after your order ready notification.

INTERNATIONAL DELIVERY

International orders will be sent via our international delivery network.

We do everything we can to provide accurate delivery times however unforeseen delivery delays can occur in the destination country due to local shipping partners and customs in your country. If you have opted for a traceable shipping method you will be able to track your item via the shipping provider to see where your order is.

We can send most items in our store internationally except:

  1. Prescription medications without a valid Australian Prescription by and Australian registered Doctor.<
  2. Items that are not suitable or not allowed for transport on aircraft. Examples of this would be flammable items e.g. Perfume, pressurised items e.g. Hair Spray and unpackaged Lithium Batteries.

Customs In Your Country

It is the full responsibility of the customer to ensure they investigate and understand the implications of customs laws and duties in the destination country. ThePharmacy it's staff or any associated party will not be held liable for customs duty payable or confiscation of goods by customs authorities. We advise the customer to consult the appropriate customs authority in the delivery destinations country for specific guidance and to ensure that the item is acceptable for import.

OTHER SHIPPING QUESTIONS

My product has not arrived

Check your order tracking information to be sure that the item may have been taken to your local Post office or shipping company depot if delivery was not possible. Please also ensure that you have left enough time for delivery. Please take a look at our estimated transit times for our shipping carriers.

If you have checked your tracking information and transit times and nothing can be found, please open a Help Desk ticket from your account page for a missing item. We will then promptly investigate with the shipping provider to see where your item is?

We then let the shipping provider complete their investigation.

If the shipping provider does not find the item, we will determine if you have taken shipping insurance and if so we will have a replacement item sent immediately. If no shipping insurance has been taken, we will help you determine if any cover is available.

My product was damaged

All claims for damage must be made within 48 hours of time of delivery. Please open your package and ensure all items are in good order. Claims after 48 hours will not be honoured because we cannot be sure damaged was not incurred after this period.

If the product is damaged please open a RMA request from your account page or Click Here to go to the returns page. Please explain in detail how the item is damaged and we will be in contact with your promptly to discuss the best way to help. If possible attaching pictures of the damage to your support ticket will greatly speed up the claims process.

If we determine the product is damaged or broken from the manufacturer we will organise for the item to be repaired or a replacement item to be sent. If the item was damaged during transport we will first check if shipping insurance was purchased, if so we will organise for a repair or replacement. If no shipping insurance has been taken, we will help you determine if any assistance is available, we strongly suggest shipping insurance is taken to ensure a risk free delivery.



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